畢業論文
淺談大堂副理的賓客投訴處理
摘要：隨著21世紀社會科學技術的發展，當代旅遊業已經發展成為世界上產業規模最大和發展勢頭最強勁的產業，酒店業也隨之迅速的發展起來。因此要使每1位賓客滿意，是每1家酒店努力的方向和工作目標，也是酒店大堂副理的主要職責。酒店要建立和發展良好的賓客關係，大堂副理就需要充分了解賓客的需求心理及掌握1定的賓客投訴處理工作的方法和藝術。本文強調了大堂副理處理賓客投訴工作的重要意義，分析了大堂副理處理賓客投訴工作的基本原則、處理賓客投訴工作的1般程序以及處理賓客投訴工作的實際技巧。大堂副理只有處理好賓客的投訴工作，才能擴大酒店的知名度，開拓更大的客源市場，酒店才會「贏利」,從而與世界接軌，使酒店立於「不敗之地」。
關鍵詞：大堂副理；賓客；投訴處理
On the Assistant Manager of the Guests Complaints
Abstract: By the development of society science and technology in 21 century, tourism has become one of the largest scale industries in the world with most developments. Hotel business has also become flourished. It is the main duty of hotels assistant managers to let every guest satisfied, and it is also the main work target and aspect for all hotels. Hotels want to establish and develop good relations with guests, and assistant managers need to know all the requirements of the guests, learning some skills and artifices to do with guests complaints. The article gives emphases about the important meanings of complaints handling first. Then, it analyses the base rule of the dealing with guests complaints, including the general procedure and practical skills for the assistant manager. Only handled well with guests complaints, the hotels will become more well-known and get more guests-market and get more "profit". So that hotels integrate with the world market, and enable hotels to 「remain invincible".
Keywords: Assistant Manager; Guests; Complaints
淺談大堂副理的賓客投訴處理
摘要：隨著21世紀社會科學技術的發展，當代旅遊業已經發展成為世界上產業規模最大和發展勢頭最強勁的產業，酒店業也隨之迅速的發展起來。因此要使每1位賓客滿意，是每1家酒店努力的方向和工作目標，也是酒店大堂副理的主要職責。酒店要建立和發展良好的賓客關係，大堂副理就需要充分了解賓客的需求心理及掌握1定的賓客投訴處理工作的方法和藝術。本文強調了大堂副理處理賓客投訴工作的重要意義，分析了大堂副理處理賓客投訴工作的基本原則、處理賓客投訴工作的1般程序以及處理賓客投訴工作的實際技巧。大堂副理只有處理好賓客的投訴工作，才能擴大酒店的知名度，開拓更大的客源市場，酒店才會「贏利」,從而與世界接軌，使酒店立於「不敗之地」。
關鍵詞：大堂副理；賓客；投訴處理
On the Assistant Manager of the Guests Complaints
Abstract: By the development of society science and technology in 21 century, tourism has become one of the largest scale industries in the world with most developments. Hotel business has also become flourished. It is the main duty of hotels assistant managers to let every guest satisfied, and it is also the main work target and aspect for all hotels. Hotels want to establish and develop good relations with guests, and assistant managers need to know all the requirements of the guests, learning some skills and artifices to do with guests complaints. The article gives emphases about the important meanings of complaints handling first. Then, it analyses the base rule of the dealing with guests complaints, including the general procedure and practical skills for the assistant manager. Only handled well with guests complaints, the hotels will become more well-known and get more guests-market and get more "profit". So that hotels integrate with the world market, and enable hotels to 「remain invincible".
Keywords: Assistant Manager; Guests; Complaints
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